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Service Delivery Manager - SAAS - Software As a Service

Posted on Jan 28, 2020 by SBC Recruitment

London, United Kingdom
Immediate Start
£80k - £95k Annual

Join the global leader in the research, development, and deployment of blockchain technologies.

This is your chance to join a team at the cutting edge of this world changing technology!

Please note your must have knowledge of the software development life cycle for PaaS or SaaS offerings.

A truly interesting and innovative company that is leading the way in the Blockchain industry. You will have the opportunity to work on some ground breaking Blockchain projects and be at the forefront of this world changing technology.

Position summary:

Please note your must have knowledge of the software development life cycle for PaaS or SaaS offerings.

The Service Delivery Manager will be responsible for identifying a client's ongoing service needs and overseeing the delivery of the business services to meet these needs. The foundation of this position is establishing processes to provide consistently high levels of customer service in a cost-effective manner. The Service Delivery Manager will be responsible for establishing and managing a team of service professionals, overseeing all activities within the service delivery process, and championing the needs of the client within the business.

This role is well-suited to an individual with experience of a fully functional service delivery department, who has a passion and desire to use their experience to shape the formation of a new department in a rapidly expanding global industry.

Duties and Responsibilities:

a) Establish Delivery Processes and Supervise staff

A key part of the role of the Service Delivery Manager will be to establish and refine delivery processes. The goal of streamlining these processes and procedures is to ensure that each customer gets the same great experience from the initial stage.

The Service Delivery Manager will oversee employees in different stages of the delivery process, even though they may not be their direct line manager. The Service Delivery Manager is expected to hold all service departments and employees within these teams accountable for carrying out the required processes and tasks of providing great customer service.

b) Create Cost-Effective Systems

Find ways to reduce costs without affecting the overall customer experience, such as by removing paperwork from administrative tasks or removing unnecessary steps in the process.

c) Build Partnerships

The Service Delivery Manager will be responsible for building lasting partnerships with clients, including contributing to account management activities around maximising services and revenue from clients.

Experience and skill needed:


  • Knowledge of service delivery management approaches and tools, such as ITIL
  • Knowledge of software development life cycle for PaaS and SaaS offerings
  • Passion for learning


  • Expert in delivering KPIs and SLAs for software products and services
  • A minimum of five years' experience in a service delivery management role
  • Experience of introducing new service delivery processes and controls, and driving through change
  • Experience of account management and profit/loss reporting
  • Comfort working with diverse stakeholders and influencing/shaping decisions
  • Experience working with technical software development teams
  • Experience with 3rd party stakeholders is desirable.


  • Leadership - both direct in a team/department sense, and indirect in shaping company policy and direction to account for service management ideals
  • Communication - able to translate service demands into business impacts
  • Organised and systematic - ability to be creative and get things done

If you have the required skills and experience as a Service Delivery Manager, apply ASAP for this great opportunity.

Reference: 834483077

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